Dunnhumby - Service Experience Manager - Observability Services

We are seeking a talented Service Experience Manager with service management strategy for Media Were looking for :

• 8+ years in service management, including systems monitoring, site reliability engineering, or infrastructure operations.
• 2+ years in a team lead or managerial role
• Coaches team members to deepen both technical monitoring skills and business understanding.
• Builds a culture of continuous improvement, automation, and proactive detection.
• Balances hands-on work with strategic oversight.
• Experience in a 24 / 7 operational environment, ideally in Media, SaaS, or streaming platforms
• own the end-to-end service management strategy for Media systems
• Accountable for defining, maintaining, and evolving service management standards across all Media platforms.
• Ensure monitoring coverage aligns with business-critical services and revenue driving workflows.
• Acts as escalation point for major monitoring-related incidents.
• Experience with observability stacks (e.g. Grafana, Prometheus, Splunk, New Relic).
• Solid understanding of APIs, event pipelines, and log management.
• Familiarity with cloud environments (GCP, or Azure) and their native monitoring tools.
• Experience integrating monitoring with ITSM tools (ServiceNow, Zendesk, etc.).
• Define alerting thresholds that balance sensitivity with noise reduction.
• Partner with system owners to ensure monitoring reflects SLAs and KPIs.
• Lead post-incident reviews to improve detection and alert quality.
• Work closely with engineering, operations, and product teams to align service management priorities from monitoring to Incident / change management.
• Communicate system health and incident impact to both technical and non-technical stakeholders.
• Translate complex technical issues into clear business implications.
• Contribute to the observability roadmap, driving automation, and adoption of AIOps / ML for predictive monitoring.
• Evaluate new tools and methodologies to improve system reliability, visibility and usability.
• Partner with leadership to define service management KPIs linked to customer experience and revenue protection.

(ref : hirist.tech)